Policies

 

 

Intro

 

HEY

 

We’re here for you. Shoot us an email and we’ll do our best to get back to you right away. Treat us like a fun cousin that you talk to every once in a while. You can learn about our policies by clicking on the menu to your left.


hey@alexcrane.co

Shipping

Domestic

We offer free shipping on all domestic orders over $100. We ship Mon-Fri via USPS, generally within 24 hours of your order.  Please note that expedited orders must be placed before noon in order to receive the next business day. 

 

International

We fulfill international orders twice a week, on Tues and Fri. We offer two international shipping services:

1. International Priority Fully Landed Cost (4-9 business days): this service covers all shipping costs door-to-door, including all customs and duties. We pay customs on your behalf to ensure there are no delays in delivery. 

2. International Priority Customs Not Included (4-9 business days): this service only covers shipping cost. All customs and duties costs will be billed by the customs agency of the destination country.  

 

Missing/Lost Packages

If your package is lost in transit, please write us at hey@alexcrane.co and we'll track it down or replace it.

If your package was delivered but is missing, please file a claim with USPS. Unfortunately, we can't cover the cost of replacing missing or stolen packages. 

    Returns & Exchanges

    Domestic Returns / Exchanges

    We offer free returns and exchanges on all domestic orders within 14 days of the original date of delivery. Here’s how it works:

    1. To make a return, click here.
    2. To exchange for a different size, click here

    For anything else (e.g., exchanges for a different style) write us here.

    We do not refund original shipping cost. 

    International Returns / Exchanges

    We accept returns and exchanges on all international orders with 14 days of the original date of delivery. We do not cover return/exchange shipping cost. Here's how it works:

    1. Write us with your order number and the reason for your return/exchange. We will provide the return address. 
    2. Ship the package back to our warehouse. 
    3. We'll refund or exchange the item (minus original shipping cost) 5-7 days after we receive the return.

    Exceptions

    Here are some situations in which we will not accept a return or exchange:

    • Items delivered more than 14 days from date of return.
    • Items that have been damaged or altered in any way that would prevent them from being sold as new.
    • Items purchased from a third party (i.e. not from our website)
    • Items purchased on final sale (i.e the sales section of our website)

     

       

      Privacy

      PRIVACY STATEMENT


      SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?


      When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

      Email marketing (if applicable): With your permission, we may send you emails about our store, new products, and other updates.


      SECTION 2 - CONSENT


      How do you get my consent?

      When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

      If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent or provide you with an opportunity to say no.


      How do I withdraw my consent?

      You can opt out of our communications by clicking “unsubscribe” at the bottom of our emails. You have the right to edit or delete your personally identifiable information at any time, and you can send your request to hey@alexcrane.co.


      SECTION 3 - SHOPIFY

      Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases, and the general Shopify application. They store your data on a secure server behind a firewall.


      SECTION 4 - CHANGES TO THIS POLICY

      Our Privacy Policy may change from time to time and all updates will be posted on this page. If you have questions regarding our privacy policy contact us at hey@alexcrane.co.